Subject: Ticket re-opened - [#4397] Splash - Report of issues with Virtual
From: Les Mills International <[email-masked]>
To: [email-masked]
Date: Sun, 16 May 2021 23:51:41 +0000

Hi Pritish Nandi,  Ticket “#4397 – Splash - Report of issues with Virtual” has been reopened, please visit https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4397 to view the ticket.  Ticket comment   
 Hi Charlotte,  

 

 
 Given you have noted that there no classes scheduled at this time, the command to switch the projector ON has to be coming from the ipad as we are now running absolute discrete control codes via
 RS232 via the TCP/IP gateway with a static IP address– there is nothing else on the entire site network that could be possibly be sending anything to this device to turn the projector ON other than the App itself. 

 

 
 I have the Ipad that was set up as the replacement earlier – we can attend on Thursday and replace this.

 

 

 

 

 

 From: Les Mills International <[email-masked]>
 
Sent: Saturday, 15 May 2021 9:20 AM 
To: [email-masked] 
Cc: [email-masked]; [email-masked]; [email-masked]; Paul Smith <[email-masked]>; [email-masked]; Colin Garard <[email-masked]>; [email-masked]; [email-masked] 
Subject: Re: Splash - Report of issues with Virtual

 

   

 
 Hi All, 

 
 
 ​ 

 
 
 There's nothing scheduled for 12pm on a Friday in the Group Fitness Studio.  I've had a look at the Virtual App data and nothing was sent from the App either, the closest
 event was when someone enabled admin mode at 1.27pm and played BODYCOMBAT.  I think the next step is to replace the iPad with a tested one, we'll then have a clearer picture of what's causing this.  Paul, are you able to help arrange this? 

 
 
 ​ 

 
 
 ​Toa and team, thanks for your patience while we get to the bottom of this issue. 

 

   

 
 Kind regards 

 
 
 ​ 

 
 
 Charlotte 
 
Ticket: 
https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4397  

 

  

 

 
 
On Fri, 14 May at 6:48 PM
, Tyler Adams <[email-masked]> wrote:

 

 Hey Toa 

 

   

 
 I'm sorry about this. Can I get your password that you're using to log in to the Virtual scheduler? Just so I can jump in and have a look at the schedule 

 

   

 
 Thanks 

 
 
 Tyler 

 

 

 
​

 

 
 
Tyler Adams |
 Business Partnership Manager VIC 
Les Mills Asia Pacific | [email-masked] 
PO Box 3998 Manuka ACT 2603 AUSTRALIA 
tel  +61  2 6215 8104 |
 mob 0422 024 315 | www.lesmills.com.au 

 

 

 

 
Get your 2021 Workshop Calendar here!

 

 

 

 
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 From: Toa Su'a <[email-masked]> 
Sent: Friday, 14 May 2021 3:37 PM 
To: Greg Cartagena <[email-masked]>; Les Mills International <[email-masked]> 
Cc: Tyler Adams <[email-masked]>; Nick Aspinall <[email-masked]>; Hylton Drake <[email-masked]>;
[email-masked] <[email-masked]>;
[email-masked] <[email-masked]> 
Subject: RE: Splash - Report of issues with Virtual  

 

 

 

 Hi all,  

 

 
 
 Sorry to be the bearer of bad news, but the screen and projector turned on today at 12pm without a scheduled class.

 
 
 Screenshot below shows the projector light on.   

 

 

 

    

 

 

Kind Regards,

 

Toa
 Su’a  
Health Club Services Coordinator  

 
 
Splash Aqua Park and Leisure Centre      
 
60 Central Park Avenue 
Craigieburn Victoria 3064 
Phone 9356 6800   
Email [email-masked] 
Web
splash.hume.vic.gov.au

 

 

    

 

 

 

 

From: Greg Cartagena <[email-masked]>
 
Sent: Thursday, 13 May 2021 10:30 AM 
To: Les Mills International <[email-masked]> 
Cc: Tyler Adams <[email-masked]>; Nick Aspinall <[email-masked]>; Hylton Drake <[email-masked]>;
[email-masked]; Toa Su'a <[email-masked]>;
[email-masked] 
Subject: Re: Splash - Report of issues with Virtual

 

 

 

 
Hi All, 

 

  

 

This message was from Paul yesterday. 

 

  

 
 
 FYI – They think it is a sensor adjustment. Toa is ok to launch Virtual at the club.

 

  

 

Greg I’ve discussed with Colin already- seems that we have resolved the phantom issue of the projector turning ON and now we need to adjust the current sensor on the screen trigger. Separate issue to the projector
 turning on . This is a screw adjustment on the current sensor and I believe Colin is getting someone onto this to adjust this week. 

 

   

 
 
Paul Smith  

 
 
Director (Vic)  

 
 
AV Media Systems (VIC)  

 

TEL: 0410 587 544  

 
 
[email-masked]

 

(Sent from iPhone)  

 

 

 

 

 

Kind Regards,

 

 

 

 
 
Greg

 

 

 

 
 
Greg Cartagena | Virtual AV Support Specialist 
Les Mills Asia Pacific | www.lesmills.com.au 

 

 
PO Box 3998 Manuka ACT 2603 AUSTRALIA

 

 
Tel
+61 455 508 248
| Email
[email-masked]

 

 

 

 
Les Mills Virtual Support link
 to our FAQ's  

 
 Virtual Video Guide Link:

 
 
 https://www.youtube.com/playlist?list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow

 

Les Mills Virtual App - Troubleshooting Link:

 

 https://www.youtube.com/watch?v=9SnShjgWAhE&list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow&index=6&t=16s

 

 

 

 AV Support Operating Hours: Monday – Friday 9:00am – 5:00pm

 

 

 

 

 
 
The contents of this email and its attachments are confidential and privileged. Any unauthorised
 use of the contents or trademarks is expressly prohibited. If you receive this email in error, please contact us, then delete the email and any attachments.  

 

 

 

 

 

 

 

 
 
From: Les Mills International <[email-masked]> 
Reply-To: Les Mills International <[email-masked]> 
Date: Thursday, 13 May 2021 at 10:25 AM 
To: Greg Cartagena <[email-masked]> 
Cc: Tyler Adams <[email-masked]>, Nick Aspinall <[email-masked]>,
 Hylton Drake <[email-masked]>, "[email-masked]"
 <[email-masked]>, "[email-masked]"
 <[email-masked]>, Greg Cartagena <[email-masked]>,
 "[email-masked]" <[email-masked]> 
Subject: Re: Splash - Report of issues with Virtual  

 

   

 

 

Hi Paul,

 

 
 
​

 

 
 
Do you have any thoughts on the projector screen?  I can't see anything strange going on with the App.  Is there an AV workaround you can suggest?

 

 
 
​

 

 
 
Thanks

 

 
 
​

 

 
 
Charlotte 
 
Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4397

 

 

 

 

 

 
 
On Wed, 12 May at 6:53 PM
, Greg Cartagena <[email-masked]>
 wrote: 

 

 
 
Thanks Colin,

 

 

 

 

 
 
This is a strange one for sure… Cheers

 

 

 

 

 

Kind Regards,

 

 

 

 

 
 
Greg

 

 

 

 

 
 
Greg Cartagena | Virtual AV Support Specialist 
Les Mills Asia Pacific | www.lesmills.com.au 

 

 

PO Box 3998 Manuka ACT 2603 AUSTRALIA

 

 

Tel
+61 455 508 248
| Email
[email-masked]

 

 

 

 

 
 
Les Mills Virtual Support link
 to our FAQ's

 

 
 
 Virtual Video Guide Link:

 

 
 https://www.youtube.com/playlist?list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow

 

 
 
Les Mills Virtual App - Troubleshooting Link:

 

 
 
 https://www.youtube.com/watch?v=9SnShjgWAhE&list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow&index=6&t=16s

 

 

 

 

 AV Support Operating Hours: Monday – Friday 9:00am – 5:00pm

 

 

 

 

 

 

 
The contents of this email and its attachments are confidential and privileged. Any unauthorised
 use of the contents or trademarks is expressly prohibited. If you receive this email in error, please contact us, then delete the email and any attachments.  

 

 

 

 

 

 

 

 

 

 

 

 
 
From:
Colin Garard <[email-masked]> 
Date: Wednesday, 12 May 2021 at 3:48 PM 
To: Greg Cartagena <[email-masked]> 
Subject: RE: Splash - Report of issues with Virtual

 

 

 

 

 

 Hi Greg

 

 
 
This one doesn’t want to go away does it !!!

 

 

 

 

 
We have a power load / relay trigger in the system which supply’s power to the screen once there is a power draw from the projector. They are a screen technic product. We
 don’t get any problems from them. There is a sensitivity adjustment on it. But having said that if there isn’t a power draw the relays wont trigger.

 

 

 

 

 We’ll arrange for a tech to go out

 

 

 

 

 

 

 

C.U.B.E LED Youtube Presentation

 

 

 

 

 
https://youtu.be/f_uOf3rhQOs

 

 

 

 

 
https://youtu.be/NbPTCKughi4

 

 

 

 

 

 

 

 

 

 
 Regards

 

 

 

 

 
Colin Garard

 

 

 

 

 

 

 

 

 

 

 

 

COLIN GARARD | Sales and Installation Manager.

 

 

 

 

 

M 0487 003 550 | D 03 9543 6525 | T 03
 9543 6525 

 

 
 
A 16/45 Normanby
 Road, Notting Hill VIC 3168 
E  [email-masked] W www.avsystems.com.au

 

 

 

 

 

CELEBRATING 19 YEARS OF INNOVATION

 

 

VIC - NSW - QLD - WA 

 

 

 

 

 

 

 

 

 

 

 

 
 
From: Greg Cartagena <[email-masked]>
 
Sent: Wednesday, 12 May 2021 3:26 PM 
To: Colin Garard <[email-masked]> 
Cc: Paul Smith <[email-masked]> 
Subject: Re: Splash - Report of issues with Virtual 

 

 

 

 

 

Hey Colin,

 

 

 

 

 
 
 This is odd feedback. The projector is no longer receiving control commands, yet the screen is dropping randomly now.

 

 

 

 

 What do you think maybe someone needs to recycle power to the motorized screen?

 

 

 

 

 Is the trigger/relay receiver playing up?

 

 

 

 

 How would it be triggered externally?

 

 

 

 

 
Is the screen connected to the club network?   

 

 

 

 

 

 
Kind Regards,

 

 

 

 

 

Greg

 

 

 

 

 

Greg Cartagena | Virtual AV Support Specialist 
Les Mills Asia Pacific | www.lesmills.com.au 

 

 

PO Box 3998 Manuka ACT 2603 AUSTRALIA

 

 

Tel
+61 455 508 248
| Email
[email-masked]

 

 

 

 

 

Les Mills Virtual Support link
 to our FAQ's

 

 
 
 Virtual Video Guide Link:

 

 
 https://www.youtube.com/playlist?list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow

 

 
 
Les Mills Virtual App - Troubleshooting Link:

 

 
 
 https://www.youtube.com/watch?v=9SnShjgWAhE&list=PLCzr8bZECkgCyrptdfh7DmaXkCE7maWow&index=6&t=16s

 

 

 

 

 AV Support Operating Hours: Monday – Friday 9:00am – 5:00pm

 

 

 

 

 

 

 
The contents of this email and its attachments are confidential and privileged. Any unauthorised
 use of the contents or trademarks is expressly prohibited. If you receive this email in error, please contact us, then delete the email and any attachments.  

 

 

 

 

 

 

 

 

 

 

 

 
From:
Toa Su'a <[email-masked]> 
Date: Wednesday, 12 May 2021 at 2:11 PM 
To: Les Mills International <[email-masked]>,
 Greg Cartagena <[email-masked]> 
Cc: Tyler Adams <[email-masked]>, Nick Aspinall
 <[email-masked]>, Hylton Drake <[email-masked]>,
 "[email-masked]" <[email-masked]> 
Subject: RE: Splash - Report of issues with Virtual

 

 

 

 

 

 
 Hi Greg

 

 

 

 

 Apologies for the delay.

 

 
 After reviewing our cctv cameras, I can see the projector is not turning on but the screen issue hasn’t been resolved.

 

 
 Below are screenshots from random times this week when the screen would come down without a virtual class scheduled.

 

 

 

 

 With the projector only turning on during scheduled classes now, we’ve decided to continue with launching our virtual timetable next week as I don’t see any interference.

 

 

 

 

 Let me know if you have any questions to assist further with the projector screen.

 

 

 

 

 

 

 

 

 

 

Kind Regards,

 

 
 
Toa
 Su’a  
Health Club Services Coordinator

 

 

Splash Aqua Park and Leisure Centre      
 
60 Central Park Avenue 
Craigieburn Victoria 3064 
Phone 9356 6800   
Email [email-masked] 
Web
splash.hume.vic.gov.au

 

 

 

 

 

 

 

 

 

 

 
From: Les Mills International <[email-masked]>
 
Sent: Wednesday, 12 May 2021 1:29 PM 
To: [email-masked] 
Cc: [email-masked];
[email-masked];
[email-masked];
[email-masked]; Toa Su'a <[email-masked]> 
Subject: Re: Splash - Report of issues with Virtual 

 

 

 

 

 

 
 
Hi Toa,

 

 

 
​

 

 

 
Just following up on the issue you reported with Virtual Automation recently. I can see that AV commands are now firing correctly in the Group Fitness Studio so I trust the
 issue is now resolved? I'll keep this ticket open for a few more days, if you require additional support feel free to reach out.

 

 

 
​

 

 

 
Many thanks for your patience in getting this resolved,

 

 

 
​

 

 

 
Charlotte 
 
Ticket: https://lesmillsvirtualapp.freshdesk.com/helpdesk/tickets/4397

 

 

 

 

 

 

 
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 Confidentiality This information is Confidential. The information contained within this transmission is directed to the defined recipient(s). Should this transmission accidentally
 find its way to an incorrect recipient then it should be destroyed immediately without disclosing or using the information contained within the transmission. If you have received this transmission in error then please inform the sender immediately by return
 email and delete the transmission and all of its associations. Any views expressed in this email are those of the individual sender and may not necessarily reflect the views of Hume City Council. The Hume City Council has implemented anti-virus software, and
 whilst all care is taken, it is the recipient's responsibility to ensure that any attachments are scanned for viruses prior to use. The Hume City Council monitors its email traffic.